Uber Direct How-To Guide

Account Setup and Management

Activating your account

1. Sign up here to get your Uber Direct login credentials by entering your company name, company address, business type, name, email, and number.
2. Enter your credentials and click Continue.
3. A screen will appear prompting you to enter a 4-digit code sent to your email address or phone number.
4. Enter the 4-digit code you received into the Uber Direct prompt and click Next.
5. Enter your first and last name. (Do not use the same values for first and last name, e.g., John John.)
6. Read through the Terms of Use and Privacy Notice, and click I Agree to accept.
7. Add your business name, business type, and the address of your main location. Check the box to confirm you have reviewed and accept the Uber Direct API Agreement.
8. To complete account setup, add your credit card information. This is the card you will use to remit payment to Uber.

Adding stores

Note: Only admins can add stores.

1. Begin to place an order as usual by clicking + New delivery on the top left of the screen.
2. When selecting location, click + Add location.
3. The Create location box will pop up on the right side of the screen, prompting you to enter the account, location name, phone number, and address. Note: Keep in mind that the location name entered here will be seen by the delivery person. We recommend using the “Business Name - Neighborhood Name” format (e.g., Christina’s Pizza - Manhattan).
4. Click Save at the bottom of the Create location tab.
5. Your location is now usable as a pickup address when requesting deliveries.

Toggling between locations and accounts

• Admin and Employee users can toggle between locations within the Deliveries tab to view all past and future orders. Locations represent unique, physical store locations.
• Admin users can toggle between accounts within the Billing tab to view up-to-date billing information

Adding users

Admin view

Before adding Employee users, ensure that at least one store is saved on the Dashboard.

1. Within the Admin view, navigate to Users found on both the bottom-left or top-right of the page.
2. Click + Add.
3. The Add a user box will appear. Please enter the first name, last name, email address, and choose the role of the user (Employee or Admin). Phone number is optional and we do not recommend entering one as it can sometimes cause access issues.
4. Click Save to add the user information.
5. The new user will appear with a Pending indication beside their name. The user will become active once the user joins the Dashboard account via an email invitation from Uber.

Employee view

The Employee user will receive an email invitation from welcome@uber.com with a link to join the Uber Direct account.

1. Open the email and click Join.
2. Enter the email address where you received the invite into the What’s your phone number or email box and click Continue.
3. A prompt will appear asking you to enter a 4-digit code.
4. Go to your email inbox and locate the 4-digit code sent from admin@uber.com. (Note: Make sure to check your spam and junk folders if the email doesn’t appear in your inbox.)
5. Enter the 4-digit code from your email into the Uber Direct prompt and click Next.
6. Click Skip when prompted to enter a phone number.
   
7. Enter your first name and last name.
8. Read through the Terms of Use and Privacy Notice, and click I Agree to accept and to confirm that you’re at least 18 years of age.
9. After this, you should be able to click on Get Started to access your dashboard and create deliveries.

Note: No accounts should be made with the same first and last name (e.g. John John). You should not create multiple accounts from the save device because it may cause access issues.

Editing users

1. Navigate to the Users tab.
2. Click the three vertical dots on the far-right next to the user you want to edit.
3. Click Edit.
4. Make any changes to the user in the Edit user popup, including first name, last name, and user type (Employee or Admin).

Note: The user email address is not changeable. To change an email address of an existing user, please delete the user and re-add with a new email address.

Deleting users

1. Navigate to the Users tab.
2. Click the three vertical dots on the far-right next to the usr you want to delete.
3. Click Delete.
4. A Delete user popup will appear. Click Delete again.
5. The user will no longer appear in the Users tab or have access to the account.

Order Management

Creating orders

1. Click + New delivery at the top left of the page.
2. Fill in the pickup details:
   • Schedule the pickup: Pickups can either be “ASAP” or scheduled for a later time/date.
   • Select the pickup location: The last-used pickup location will automatically be populated. To add a new location, click +Add location under Pickup. This new location will be stored and can be selected for future orders.
   • Notes for pickup address: We strongly recommend adding complete pickup guidance for the delivery person (e.g., “come to the cash register to receive the package”). We also suggest providing your contact information so the delivery person can contact you, if needed.
3. Fill in the dropoff details:
   • Add the full dropoff address: We highly recommend adding notes to help the delivery person complete the order (e.g., “use the customer’s buzzer”).
   • Add the first and last name of the recipient.
   • Add a recipient contact number.
4. Fill in package information:
   • Add Store Order ID (optional).
   • Add approximate package weight and description. We strongly recommend adding this information; if your package is heavy, our system will provide you a driver instead of a biker to ensure the delivery goes smoothly.
5. Fill in delivery details:
   • Check the box to indicate whether the package should be left at the door or returned if the customer is not available. Additional delivery fees will apply for return trips.
6. Click Request now at the bottom right to submit.
7. Add a tip for the delivery person ($1, $3, $5, or custom amount). This tip will be charged to the default payment you provided, but you can charge this to the customer as you wish. Tips are not required, but they are recommended to further incentivize delivery people.
8. Note: If your customer has added a tip to their order for the delivery person, that tip amount must be included and passed on to the delivery person.
9. Review all details and click Confirm to submit the order or Back to change order details.

Return package request

If you would like a package to be returned in the case that the customer is not available to accept the delivery, please check Return package under Delivery details when creating the order. Additional delivery fees (using the same calculation method as the initial trip) will apply to the merchant.

Alcohol delivery

Toggle on Contains alcohol during order creation if the order contains delivery. Doing so will trigger additional proof-of-delivery checks at dropoff. If the recipient cannot provide a valid ID, appears intoxicated, or is otherwise unavailable to accept the delivery, the delivery person will be prompted to return the package.

Proof of delivery

Merchants can select between five different proof-of-delivery types to confirm that the customer has received the correct order. You will see confirmation of the chosen proof-of-delivery method in your order history (i.e., link to the photo taken by the delivery person). The five types are:

• Require ID check
• Require photo proof
• Require pin code verification
• Require signature
• Require barcode scanning

Requesting Multiple Delivery Partners

If the order contains multiple large packages, you have the ability to request Delivery partners during order creation to aid in fulfilling the order.

Viewing Orders

1. To view orders, navigate to Deliveries and choose the correct time frame (Today, Future, or Past) on the top left of the Dashboard.
2. You will be able to view orders from the list displayed.
3. To switch between locations, click the dropdown at the top right. The last-used pickup location will automatically be populated.

Canceling orders

1. To cancel or reschedule an order, navigate to Deliveries and choose the correct time frame (Today, Future, or Past). Ensure you’re viewing the correct location by checking the dropdown at the top right.
2. Find the order in question and click Cancel at the bottom-right of the order.

Note: If the order is canceled after the delivery person has been dispatched, a $5 cancellation fee will apply.

Searching for orders

1. To search orders, navigate to Home.
2. Enter the Store Order ID into the search bar and click Search.
3. The order will display below, showing the route, delivery fee, tip, item list, delivery person, and more.
4. If you selected the proof-of-delivery option during order creation, you’ll see a link for the photo when viewing said order (after it is completed).

Billing and Payment

Adding a new payment method

1. Navigate to Billing.
2. Click + Add card.
3. Add credit or debit card information, including card number, expiration date, security code, country, and zip code.
4. Click Add Card to add your payment method.
5. The new card should appear under Payment method. You are now able to create new deliveries.

Deleting a payment method

Note: To delete a payment method, you must already have at least two cards on file. The Dashboard requires one card on file at all times.

1. Navigate to Billing.
2. Under Payment method, click the three vertical dots to the right of the payment method you would like to delete.
3. Click Delete.
4. A Delete Payment Method? popup will appear. Click Delete to remove the payment method.
5. The payment method should no longer appear.

Setting a default payment method

1. Navigate to Billing.
2. Click the three vertical dots to the right of the payment method you would like to set as default.
3. Click Set as Default.
4. A Set as Default popup will appear. Click Confirm to make this your default payment method.

Viewing billing

1. Navigate to Billing.
2. Use the dropdown box in the top-right to toggle between Dashboard accounts.
3. View Billing frequency at the top. (Dashboard-only users will be billed by credit card daily.)
4. Download invoices in the Statements section.
5. View past payments in the Past payments section.

Special Scenarios

Catering or large orders

We have special functionalities to allow you to deliver catering or larger orders.

1. Add the weight and description of the items in the order.
2. Select Return package to enable package return if the customer is not available at time of delivery. (Note: Additional delivery fees will apply for return trips.)
3. If your order is greater than 50 pounds or larger than a large suitcase, increase the amount of delivery people. (For an order that is 75 pounds, you would choose 2 delivery partners. This calls 2 delivery people to pick up your order in batches.)
4. To ensure that your order is picked up, we recommend adding a larger, custom tip (in addition to any tip provided by your customer). As larger orders may require more effort on part of the delivery person, a larger tip can help incentivize them to accept the delivery.

Operating within a mall

Using Uber Direct within a mall can reduce the delivery person acceptance rate, as pickups become time consuming. We have some tips and tricks to improve acceptance rate:

1. Clearly describe the location of your store so that delivery people are able to easily find your location and more likely to accept the trip.
2. To ensure that your order is picked up, we recommend adding a larger, custom tip. As mall locations are more difficult for a delivery person to pick up, a larger tip can serve as an incentive.